Senior Zendesk Admin & Platform Lead

Rover.com; Madrid; On-site; EUR 47,000 - 57,000; Full time

Benefits offered by this job

Dogs in the office

Job summary

Rover is seeking a seasoned Application Analyst to provide advanced Zendesk support, coordinate implementation of new features, and collaborate with cross-functional teams. You will optimize our Zendesk setup, leverage APIs, and guide improvements across operations and customer experience.

In this role, you will mentor junior members, partner with Seattle teams, and help shape Rover's roadmap for scalable, efficient support platforms.

Qualifications

• Bachelor's degree or equivalent work experience.
• 4+ years administering Zendesk with leadership of substantial efforts.
• Deep understanding of Zendesk configuration (Triggers, Macros, Tags, Skills, Omnichannel).
• Experience with Zendesk APIs and data extraction for software teams.
• Ability to translate business needs into application functionality and work independently.

Responsibilities

• Evaluate Zendesk usage and lead efficiency improvements.
• Lead projects affecting Zendesk and related apps, including migrations and integrations.
• Handle internal issues escalated by frontline support and prioritize by business impact.
• Maintain expert-level knowledge of supported applications and identify feature improvements.
• Provide mentorship to junior team members and support career development.
• Offer domain expertise to partner teams and leadership on platform capabilities.
• Support internal product roadmaps and drive usability and scalability.

Skills

Zendesk

APIs

Project management

Communication

Independent work

Process improvement

Team mentoring

Education

Bachelor's degree

Tools

Zendesk

Netsuite

Google Workspace

Okta

Job description

Rover is seeking a seasoned Application Analyst to provide advanced Zendesk support, coordinate implementation of new features, and collaborate with cross-functional teams. You will optimize our Zendesk setup, leverage APIs, and guide improvements across operations and customer experience.

In this role, you will mentor junior members, partner with Seattle teams, and help shape Rover's roadmap for scalable, efficient support platforms.